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Technical Support Specialist

2 months ago

Calgary, Alberta, Canada Blackline Safety Full time
{"title": "Technical Support Specialist", "description": "Job Summary

Blackline Safety is seeking a skilled Technical Support Specialist to join our growing Customer Care team. As a key member of our team, you will provide technical support to our valued customers and internal teams for our cloud-based solution.

Key Responsibilities
  • Provide technical assistance to customers and internal teams via phone, email, and chat.
  • Troubleshoot complex hardware, software, and firmware issues in a 24/7 business operation.
  • Analyze device data using our analytics tools to identify the correct path for troubleshooting.
  • Investigate network and connectivity issues.
  • Manage case queues to meet service levels and advise customers of status until resolution.
  • Isolate potential hardware failures and software issues for our wirelessly connected safety products.
  • Resolve customer concerns via various communication channels.
  • Collaborate with internal support teams to determine escalation and resolution.
  • Process RMA requests into our ERP system with accuracy.
  • Provide technical information to internal teams.
  • Make recommendations for operating improvements.
  • Ensure customer data privacy through validation and verification methods.
  • Configure customer life-saving devices using our proprietary portal.
Requirements
  • Post-secondary education in a technology discipline.
  • Minimum of 2 years of experience in a technical support capacity.
  • Excellent troubleshooting skills and applied logic for problem solving.
  • Ability to build rapport with customers verbally and through email communication.
  • Demonstrated ability to take ownership and drive solution-based results.
  • Experience with a case management system and technical escalation protocols.
  • Knowledge of PowerBI or other analytics tools for analysis and troubleshooting.
  • Proven track record supporting multiple technologies on various platforms.
  • Passionate technologist, eager to explore new skills and technology.
  • Experience in an instrumentation environment is a plus.
  • Advanced verbal and written business communication skills.
  • Organized, detail-oriented, and possess a high level of accuracy in your work.
  • A team player who offers solutions and ideas to continually improve the business.
  • Curious and proactive approach to understanding customer issues.
  • Strong business acumen and logical approach to problem-solving.
  • Self-motivated individual with a positive attitude, wanting to make a difference within your team and the business.
  • Ability to adapt to uncertain situations and change of priorities with ease.
  • Excited by our growth and want to excel in your career.
  • Committed to supporting safety and understands the impact your role has in protecting our customers.
Languages

We are a global technical support team, and 2nd and multiple language skills are highly desirable.

  • English (Mandatory)
  • Spanish, French (Highly Desirable)
  • All other 2nd languages (Desirable)
Hours
  • We provide 24 hours, 7 days per week coverage to our internal and external customers.
  • Full training will be provided and will take place Monday-Friday in 8-hour shifts during the hours of 6 a.m. – 6 p.m.
", "lang_code": "en-US"}